Google > Case Studies > Bell Canada and Google Cloud Power an AI-Driven Contact Centre Revolution

Bell Canada and Google Cloud Power an AI-Driven Contact Centre Revolution

Customer Company Size

Large Corporate

Region

America

Country

Canada

Product

Google Cloud CCAI
Virtual Agent
Agent Assist
Google Cloud Contact Centre AI Platform

Tech Stack

Generative AI
Natural Language Processing

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Digital Expertise

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)
Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications
Professional Service

Services

Cloud Planning, Design & Implementation Services
System Integration

About The Customer

Bell Canada is the largest communications company in Canada, providing advanced broadband Internet, wireless, TV, media, and business communication services throughout the country. Founded in Montréal in 1880, Bell is wholly owned by BCE Inc. The company is committed to supporting the social and economic prosperity of communities through initiatives like Bell for Better and Bell Let's Talk, which promote Canadian mental health with national awareness and anti-stigma campaigns. Bell's extensive experience and expertise in the telecommunications industry make it a key player in driving digital transformation and innovation in Canada. With a focus on customer satisfaction and technological advancement, Bell continues to lead the way in providing cutting-edge communication solutions.

The Challenge

The challenge faced by Bell Canada was to enhance the efficiency and effectiveness of their contact centers by integrating advanced AI-driven solutions. The goal was to improve customer and agent experiences by leveraging generative AI-infused technology. Bell aimed to provide rich conversational experiences and analytics, offering scalability and flexibility that could be integrated into existing contact center environments of any size. The need was to reduce call volumes, accelerate time-to-resolution, and improve customer satisfaction by deploying intelligent solutions that could handle simple queries and direct complex issues to human agents. Additionally, Bell sought to gain actionable insights into customer experience and sentiment to support strategic business decisions and improve workforce planning and management.

The Solution

Bell Canada implemented Google Cloud's Contact Centre AI (CCAI) solutions to revolutionize their contact centers. The solution included the deployment of Virtual Agents, which are natural-sounding virtual assistants that reduce call volumes and accelerate time-to-resolution by handling simple customer queries. This allows human agents to focus on more complex issues, improving overall efficiency. Additionally, the Agent Assist feature acts as a virtual supervisor, using real-time natural language processing to determine customer needs and sentiment. It provides step-by-step recommendations to agents, enhancing their ability to deliver the best responses and solutions confidently. The solution also includes Analytics and Insights, offering actionable insights into customer experience and sentiment. This helps managers and agents learn from every interaction, providing a better understanding of business trends and supporting strategic business decisions. Bell's implementation of these AI-driven solutions has digitally transformed their contact centers, improving customer experiences and enabling them to guide Canadian businesses in their own integrations.

Operational Impact

Bell Canada successfully integrated Google Cloud's CCAI solutions into their contact centers, enhancing customer and agent experiences.
The deployment of Virtual Agents reduced call volumes and accelerated time-to-resolution, allowing human agents to focus on complex issues.
Agent Assist improved agent onboarding, customer experience, and sales by providing real-time recommendations and insights.
Analytics and Insights offered actionable insights into customer experience and sentiment, supporting strategic business decisions.
Bell's expertise in implementing AI-driven solutions positions them as a leader in guiding Canadian businesses through digital transformation.